Returns & Refunds Policy
At Paelos By Paul, each piece is produced and handled with care. This policy outlines the conditions under which returns, refunds, and claims are assessed.
1. Change of Mind
We do not offer refunds for change of mind.
At our discretion, we may offer:
- Store credit, or
- Exchange
Requests must:
- Be submitted within 7 days of delivery
- Meet all return condition requirements
2. Return Condition Requirements
To be eligible for any return (where accepted), items must:
- Be unused and in original condition
- Be returned in original packaging
- Be free from damage not present at delivery
Items that do not meet these conditions may be refused.
3. Consumer Guarantees (Australian Consumer Law)
Nothing in this policy excludes your rights under Australian Consumer Law.
You may be entitled to a remedy where goods:
- Are faulty or defective
- Differ significantly from their description
- Are not of acceptable quality
Remedies may include repair, replacement, or refund, depending on the nature of the issue.
4. Claims & Evidence Requirements
To assess any fault, damage, or incorrect item claim, you must provide:
- Photographic evidence of:
- The product
- Packaging (internal and external)
- Order details
- Description of the issue
Claims must be submitted within:
- 48 hours of delivery (damage or fault)
- 5 days (incorrect or missing items)
Failure to meet these requirements may result in the claim being declined.
5. Assessment & Discretion
All returns and claims are assessed at our sole discretion, considering:
- Evidence provided
- Timing of the claim
- Nature of the issue
We reserve the right to:
- Decline claims lacking sufficient evidence
- Request additional information
- Determine the appropriate remedy
6. Non-Returnable Items
The following items are not eligible for return unless required by law:
- Final sale items
- Custom or made-to-order products
- Items damaged after delivery
7. Return Authorisation
All returns must be approved prior to being sent.
Unauthorised returns may:
- Be refused
- Be returned to sender at the customer’s expense
8. Shipping Costs
- Return shipping is the responsibility of the customer unless the item is confirmed faulty
- Original shipping costs are non-refundable
9. Refund Processing
Approved refunds will be processed to the original payment method within 5–10 business days, subject to bank processing times.
10. Limitation of Liability
To the fullest extent permitted by law:
- We are not liable for indirect or consequential loss arising from product use or delivery
- Our liability is limited to obligations under applicable consumer law
11. Contact
Returns enquiries:
Contact
